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What will you do
Serve as the primary point of contact for supported business systems, and perform functional and second-level technical support as needed
Responsible for delivering an exceptional customer experience by proactively managing issues throughout the ticket lifecycle, ensuring high customer satisfaction
Follow established ticket support processes and procedures
As part of ticket investigation, perform troubleshooting, log questions or suggestions in the ticketing system, and document testing performed, results, issue recreation, and the next planned steps.
Follow established procedures to identify, prioritize, and escalate priority issues to the appropriate resources
Proactively identify recurring issues or opportunities for improvement, and propose process enhancements or systematic solutions
Interpret and refine business requirements and user stories
Write and update knowledge base documentation ensuring that our Customers and IT Teams have the most up-to-date information
Participate in the evolution of team best practices, standards, and policies to enhance the quality and efficiency of customer support
Evaluate new Salesforce releases and applications and remain current with Salesforce administration best practices
What will you bring
5+ years of experience implementing, configuring, and administering SFDC
4+ years of experience in Salesforce/CPQ support
Demonstrated outstanding customer service experience or prior technical support experience
Salesforce CPQ experience is highly desirable
Dependable, motivated, self-starter, with the ability to work independently
Proficiency in Salesforce tools such as Data Loader, Workbench, and other data management tools
Should have experience in using and interpreting debug logs
Excellent analytical and problem-solving skills with a keen attention to detail
Experience working in an Agile team
Excellent written and verbal communication skills
Bachelor's degree in information systems or similar, or equivalent business experience
Salesforce Administrator Certification is preferred
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